To make it user-centric, we redefined the application where the overall information flow was defined as a combination of Information blocks and actions. These Information blocks provided an insight into the actuals and paved way to further actions. For example, one of the views allowed the user to deep dive into the entire application very easily and very quickly to identify the root cause of the issue. We refined the overall flow such that a user could get temporarily connected to these applications, browse through the data (Actions) and build a plan of action.
We created a role-based dashboard that shows metrics to cater to the needs of the role. The other aspects included "smart adaptation" of the application based on the user's role.